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Technical Support

Need help?

 

Some emails are not received at some specific accounts

Information applies to:

Products
Panda Cloud Email Protection

Below are the instructions to identify the incident and the information to collect:

Symptoms

Some messages are not received at some specific accounts.

Solution

Check whether the accounts exist in the service (after logging into the console) and in your mail server. 

  • If the account(s) do not exist either in the service or in the email server, just create it in the location where they don’t exist. This action will solve the issue.
  • If they do exist, log into the console with the affected accounts:
  • If you can't, please report this issue to the Panda Tech Support team.
  • If you can, check that the message that was supposed to arrive to your account is present:
    • If it doesn’t exist, it means the mail hasn’t been received by the system.
    • If it does exist, analyse the bounce message received by the senders that try to send email. Please report the results to the Panda TechSupport team.
Help nº- 20091215 600014 EN

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